Course Material for Customer Care / Service Industry

We are looking for course material in the customer service industry. The course material can be in powerpoint, video, audio etc. Sample course material of similar courses: Ø Communicating with Style Personal styles and their impact on customer service Style self assessment Communicating effectively with all styles Ø Care & Handling of the Phone Managing your phone and headset Effective use of phones features Managing transfers and holds Ø Greetings First and lasting impressions Standard greetings – phone and facetoface Building rapport, credibility and trust Ø Communication Effectiveness Voice tone assessment Verbal and nonverbal effectiveness Empathy versus sympathy Ø Customer Supplier Partnerships Exploring your organization’s value chain Enhancing internal/external customer/supplier relationships Critical success factors in developing winwin partnerships Ø The Art of Negotiation Understanding the needs of the customer Comparing customer needs against your organization’s ability to deliver Reaching consensus solutions Ø Managing Objections What to do when a customer objects Critical success factors – reflective listening and identifying common ground Finding solutions that satisfy you and your customer Ø Effective Listening Interpreting the customer’s remarks Objections, statements and asking questions Moving the conversation to the next step effectively and efficiently Ø Asking Questions Managing conversations through questions Using open questions effectively Using closed questions effectively Ø Words that Make a Difference Turn “fight starter” phrases into communication helpers Personal inventory The road to achieving consensus